Head of Customer Experience

Salary: £80,000 (pay award pending) with excellent benefits package including Local Government Pension Scheme
Location: Hybrid – Somerset / Remote Working

Homes in Somerset is entering a pivotal phase in its development. Following agreement for the organisation to assume management responsibility for Somerset Council’s full housing stock, the organisation will double in size, creating a single, county‑wide housing management service responsible for 10,000 homes.

This is a significant moment to join an organisation growing in scale, complexity and responsibility, underpinned by strong governance, transparency and a clear commitment to delivering high‑quality, customer‑focused housing services.

About the Role

We are seeking an exceptional Head of Customer Experience to join our senior leadership team, reporting to the Director of Communities & Customer Service. You will lead the organisation’s customer function across Contact Centre operations, customer engagement and complaints, feedback and insight, championing a customer‑first culture.

Responsibilities

• Lead customer experience strategy and operations
• Oversee delivery of an accessible omnichannel service
• Promote early resolution and learning from complaints
• Provide evidence‑based view to inform Executive and Board decisions
• Drive digital transformation and inclusive service delivery

Qualifications

• Senior leadership experience in customer service, engagement or housing services within a complex, regulated environment
• Credibility at Executive and Board level, collaborative leadership style
• Proven ability to build high‑performing teams, embed consistent standards and drive cultural change
• Experience with customer insight, feedback and data analysis

Commitment to Equality, Diversity and Inclusion

Homes in Somerset is committed to equality, diversity and inclusion and creating an inclusive workplace where everyone can thrive. If you require any adjustments during the recruitment process, please get in touch to discuss how we can best support you.

Application Deadline

The closing date for applications is 9am on Monday 1st June 2026.

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